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Defining the Customer Experience as part of the 2035 Railway Vision for the UK Department for Transport (DfT)

future rail

North Star, along with its DfT STAR (Strategic Technical Advice for Rail) Framework partner Atkins, was engaged by DfT to provide key insights into the future 2035 Railway Vision.
As customer experience specialists, North Star’s work focussed on the production of a detailed report that addressed how future travel trends and the ‘digital railway’ would improve journeys for passengers.

The report covered topics including integrated journey planning, accessibility and security and how to meet the hierarchy of needs of railways users in both the present and the future.
Research for the report centred on a detailed literature review and interviews with influential industry stakeholders from organisations including:

  • Transport for London (TfL);
  • Transport Focus;
  • London Travelwatch;
  • Network Rail;
  • Transport Focus;
  • Disabled Persons Transport Advisory Committee (DPTAC); and
  • British Transport Police (BTP).

North Star complimented the body of research with its expert knowledge on customer experience and produced a report that both contributed to known evidence gaps and identified strategic options that DfT could implement for the benefit of all railway stakeholders.

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